Service Manager
VIP Parts, Tires and Service - Bangor, ME

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The Service Manager is responsible for the effective operation of the service center. Ensuring the service center operates under safe conditions according to established policies and procedures and in compliance with federal and state regulations. The Service Manager will deliver expected sales and customer service results through in-shop execution of programs and standards. This individual provides inspirational leadership and direction to all service associates, and is responsible for developing a dynamic high performance team.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Sales, Profit, and Productivity
  • Ensures effective daily operation of the service center to achieve sales and productivity objectives.
· Manages staff to ensure service center has proper mix and quantity of trained personnel (i.e. Apprentices, Technicians and ASE Technicians) to optimizes sales growth

· Makes certain proper application of pricing and labor costs within established guidelines

· Analyzes payroll expenses to maximize productivity

· Works in concert with the sales team to insure all sales opportunities are properly communicated to the customer prior to starting work on the vehicle. All appropriate documentation must be noted on the work-order and invoice

· Plans and implements promotional activities, communicates changes in pricing and services offerings to the team and provides necessary training to ensure a successful launch

· Records and reviews daily, weekly and monthly sales, SKU movement, productivity measures and profit reports

· Communicates successes and opportunities to Regional Service Manager and District Manager

· Conducts operational self audits on a weekly basis

· Makes certain that service center is open for business in accordance with established operating hours and is adequately staffed

· Ensures the team follows the VIP strategy to include the Inspect, Inform and Educate Program along with all current initiatives

2. Customer Service
  • Ensures the satisfactory application of customer service standards and customer satisfaction programs.
· Plans and implements programs necessary to accomplish improvement in customer service

· Monitors and resolves customer complaints

· Ensures compliance with VIP’s code of ethics, quality assurance, and other company customer satisfaction programs to ensure the equitable resolution of customer complaints

· Makes certain that all service related recommendations are clearly explained based on system failure, improved performance, or preventative maintenance according to MAP standards

· Maintains up to date catalogs and reference manuals

· Maintains adequate level of operating and shop supplies to support the uninterrupted operation of the business

· Reviews service department opening / closing checklist daily

· Monitors competitive pricing of automotive services and tires in trade area

· Learns the features and benefits of all products sold and serviced by VIP and perfects the selling process. Mentors and trains the selling process and strategy by category to other VIP associates. Leverages VIP’s competitive advantages by product category and sells effectively against our competition. Fully understands all VIP warrantees and sells the lifetime benefits to our customers. Masters the art of professional selling and delivers an enriched customer experience.

3. Training and Human Resources
  • Ensures availability of qualified and motivated service associates to achieve staffing objectives necessary to support the achievement of service objectives.
· Initiates and maintains recruiting program to ensure the continuity and availability of qualified service personnel to support VIP’s customer service standards

· Ensures that service associates are properly trained and qualified to identify and perform an accurate and complete inspection and service of vehicle systems

· Conducts periodic associate meetings to implement new and continuing training programs, train service associates on OSHA and company safety standards and inform associates of other program, policy, procedural, and/or product changes

· Ensures that all required service associates are refrigerant certified and trained in EPA regulated procedures

· Follows up to make sure that all service center equipment is in safe operational condition and that service associates are trained to use available equipment and perform preventative maintenance regulary

· Makes certain that all work schedules are prepared in a timely manner. Monitors associate time and attendance activities and ensures the equitable distribution of service work

· Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards

· Conducts periodic associate appraisals to include evaluation of associate performance, preparation of written evaluations and conducting evaluation discussion with associates

· Ensures that each service associate is provided a copy of his weekly labor report

· Reviews service associate productivity and performance levels with individual associates on a weekly basis leading up to a scheduled monthly performance review of productivity, quality of Courtesy Inspections, job performance and expectations

· Assists in technical training of service personnel

· Monitors uniform pick up, delivery, and expenses

4. Facility and Equipment Maintenance
  • Ensures satisfactory maintenance, appearance and condition of assigned facilities to comply with security, safety and environmental codes and ordinances.
· Manages daily preparation of service center, service desk, and equipment prior to start of business each day and the recovery and securing of service center and unclaimed customer vehicles at close of each business day

· Ensures appropriate steps are taken to maintain a clean service department throughout the business day

· Inspects customer waiting area and parking lot for cleanliness each day prior to opening for business

· Schedules needed equipment or facilities repairs through approved channels and / or communicates needs to Property Management Coordinator and Regional Service Manager

5. Procedural Compliance
  • Enforces strict compliance with the service Code of Ethics and all municipal, state and federal regulations and procedures pertaining to the operation of the service center.
· Conducts periodic self audit of service work orders to ensure compliance with company and regulatory agency procedures which require specific vehicle and disclosure information

· Implements company safety and loss prevention programs, monitors associate compliance and takes appropriate disciplinary action as needed to ensure compliance

· Communicates with District Manager and Regional Service Manager and other business partners as needed to ensure compliance with operational standards and company policies

· Ensure compliance with all state and federal environmental waste stream management guidelines

· Coordinates and communicates with District Manager and Regional Service Manager as needed to ensure productive operational teamwork in the shop

6. Additional Responsibilities (Performs other functions as required.)

· Communicates with other levels of management as needed to ensure compliance with service standards and company policies

· Serves as policy administrator in assigned service center

· Periodically analyzes competitive practices and services within trade area

PERFORMANCE MEASURMENT:

· “Bay” productivity to set company goal

· Sales to budget

· Tire sales to budget

· Profit to budget

· Shop payroll dollars to budget, and meet productivity standards

· Meet or exceed budget on controllable margins

· Service Audit compliance scores above target

· Human Resources and training compliance

· Risk management claims

ORGANIZATIONAL RELATIONSHIPS:

· Reporting to the General Manager, this position is responsible for managing all non-exempt associates in the service center. The Service Manager also works closely with the Regional Service Manager and District Manager to achieve overall sales and service objectives.

STANDARD MANAGEMENT WORK WEEK:

· VIP operates on a standardized management work week based on established operating schedules. The standardized schedule affords management associates the opportunity to balance their personal and professional life styles. The standard work week for a Service Manager is 5 days consisting of 50 hours. Periodic and/or unexpected business necessity may require a Service Manager to work above and beyond the standard schedule.

REQUIRED QUALIFICATIONS:

1. Knowledge, Skills, and Abilities

· Strong people management and leadership skills, motivational, supportive, assertive and decisive

· Excellent verbal and written communication

· Sound business sense, with the ability to analyze, prioritize, identify and action solutions

· Strong organization and time management skills

· A comprehensive understanding of automotive servicing and the industry

2. Minimum Educational and/or Experience Level

· Two years related experience in automotive service management

· Completion of two-year college or technical school program recommended

· Or, an equivalent combination of education and experience

· Proven results

3. Certificates, Licenses, and/or Registrations

· Current, valid driver’s license issued in state of residence

· Equipment Safety Certification

· ASE Certification – Service Consultant required

· ASE Certification – Parts Specialist recommended

· State Inspection License Required

· MAST Certification –Tire Essentials Required

· MAST Certification – Product Expert Recommended

· VIP Private Brand Tire Certification

ESSENTIAL JOB FUNCTIONS include the following. Other duties may be assigned.

Work Environment

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of the Service Manager job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Job duties are performed within an indoor service department (generally 800 to2500 sq. ft.), which opens to the outdoors via overhead doors. While performing the duties of this job, the associate is exposed to varying weather, climate and temperature conditions, mechanical equipment, automotive and industrial cleaning chemicals and noise levels that may reach 110 decibels depending upon type of service being performed. Protective eyewear must be worn in the service area at all times.

Physical Demands

The physical demands described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Listed below is a table that summarizes the physical activities associated with the position and the average amount of time required of each physical activity. Protective back support belts must be worn while performing strenuous physical activities involving lifting and exerting force.

Essential Physical Activity Requirements

Less than 1/3 of Time

1/3 to 2/3 of Time

More than 2/3 of Time

Sitting

Reaching

Standing

Pushing / Pulling

Walking

Climbing

Kneeling

Crawling

3 of the time 1/3 to 2/3 of time More than 2/3 of times than 1/3 of time 1/3 to 2/3 of time More than ime

Essential Weight Lifting/Force Exertion Requirements

Listed below is a table which summarizes the amount of time spent and weight lifted or force exerted in the position.

Less than 1/3 of time 1/3 to 2/3 of time More than 2/3 of time

Less than 1/3 of Time

1/3 to 2/3 of Time

More than 2/3 of Time

More than 21 lbs

Up to 20 lbs

/3 of time 1/3 to 2/3 of time More than 2/3 of time

Essential Vision Requirements

· Close vision (clear vision at 20 inches or less)

· Distance Vision (clear vision at 20 feet or more)

· Color Vision (ability to identify and distinguish colors)

· Peripheral Vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point)

· Depth Perception (three dimensional vision, ability to judge distances and spatial relationships)

· Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

Service Manager

VIP Parts, Tires and Service - 14 months ago - save job - block
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